This documentation supports the 23.3 version of BMC Helix ITSM.

To view an earlier version, select the version from the Product version menu.

Setting up the cognitive service


As a system administrator, before you configure the cognitive service, you must obtain the IBM Watson Assistant license. You must configure the cognitive service to communicate with the machine learning engine.

The following table provides a process overview to get started with the cognitive service:

StageDescriptionReference 

Obtain

Contact your Business Relationship Manager to obtain an IBM Watson Assistant license and then get a URL, user name, and password for BMC Cognitive Service.

Obtain an IBM Watson Assistant license.

For more information, see IBM Watson Conversation in the IBM Watson documentation and Configuring cognitive service for custom applications by using IBM Watson activated by BMC.

Configure

Configure the cognitive service on the system.

Train

Generate the training data by using either a Data Qualifier or a CSV file and train the cognitive service.

Use

Automatically categorizing tickets

Use the trained cognitive service to automatically categorize the new data on the forms.

Overview of categorization Open link

Configuring the cognitive service capabilities

Respond with knowledge articlesUse the trained cognitive service to respond to user emails with knowledge articles.




Configuring the cognitive service capabilities

Respond with Digital Workplace catalogUse the trained cognitive service to respond to user emails with Digital Workplace catalog.
Recommendations for Risk Level in Change ManagementUse the trained cognitive service to analyze change requests for Risk Level recommendations.
Recommendations for Root Cause in Problem ManagementUse the trained cognitive service to analyse problem investigations for root cause recommendations.
Automatically resolving ticketsConfigure the system to automatically resolve the tickets for which relevant self help response is sent.
TroubleshootTroubleshoot issues related to using the cognitive service.

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